Customer Experience

Process

A structured path from understanding the challenge to shaping and delivering the right experience.

01 / 06

Discovery & Brief

  • Get brief, goals, pain points
  • Set scope, timeline, success metrics
  • Confirm deliverables
  • Summarise brief, ask follow-up questions

02 / 06

Business Analysis

  • Interview stakeholders
  • Define business objectives
  • Summarise primary and secondary research
  • Group business context

03 / 06

Customer Analysis

  • Analyze insights confirm with customers
  • Group pain points and goals
  • Outline journey stages
  • Highlight key moments
  • Current journey overview

04 / 06

Touchpoint Analysis

  • Identify quick wins vs long-term fixes
  • Prioritise opportunities
  • Score touchpoints by impact and effort
  • Spot pain points and gaps

05 / 06

CX Strategy roadmap

  • Design experience per touchpoint
  • Future journey state
  • Finalize CX strategy
  • Define initiatives by impact
  • Create roadmap
  • Compile CX document

06 / 06

Delivery & Handoff

  • Select KPIs
  • Set baselines and targets
  • Recommend touchpoint metrics
  • Get sign-off
  • Hand over CX documents